Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.

It includes planning to meet internal and external customer requirements, ensuring delivery of quality products/services and monitoring, adjusting and reporting customer service to improve the provision of products/services.

The unit generally applies to those who lead individuals or teams.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

TLII5018 Manage customer service

Element:

1
Plan to meet internal and external customer requirements

Performance Criteria:

1.1 Customer needs are researched, clarified, assessed and included in the planning process

1.2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers, in accordance with organisational policies and procedures

Element:

2
Ensure delivery of quality products/services

Performance Criteria:

2.1 Products/services are delivered to customer specifications in accordance with the organisational business plan

2.3 Colleagues are coached and mentored to assist them to overcome difficulty in meeting customer service standards

2.4 Resources are used effectively and efficiently to provide quality products/services to customers

Element:

3
Monitor, adjust and report customer service

Performance Criteria:

3.1 Organisational systems and technology are used to monitor progress in achieving product/service targets and standards

3.2 Customer feedback is sought and used to improve the provision of products/services

3.3 Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups

3.4 Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

Learning Outcomes

This course is structured to provide students with the optimum learning experience in order to demonstrate the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.

Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.

The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.

We expect you to participate and contribute in all scheduled learning activities.

Teaching Schedule

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

This course is co-delivered with BUSM8002C Manage Suppliers

Week

Topic

Activities

Assessment

Week 1

5 February 2018

Introduction to course

Reading: Lecture Notes Week 1 and associated inclass activities

Week 2

12 February 2018

Managing Customer Service

Reading: Lecture Notes Week 2 and associated inclass activities

Week 3

19 February 2018

Understanding What Motivates People

Reading: Lecture Notes Week 3 and associated inclass activities

Week 4

26 February 2018

Continuous Improvement for Customer Service

Reading: Lecture Notes Week 4 and associated inclass activities

Week 5

5 March 2018

Levels of customer service

Reading: Lecture Notes Week 5 and associated inclass activities

Week 6

12 March 2018

Customer feedback

Reading: Lecture Notes Week 6 and associated inclass activities

Week 7

19 March 2018

Managing Suppliers

Reading: Lecture Notes Week 7 and associated inclass activities

Week 8

26 March 2018

Quality Assurance Procedures

Reading: Lecture Notes Week 8 and associated inclass activities

Mid-Semester Break

29 March - 4 April 2018

Week 8 Cont.

5 April 2018

Quality Assurance Procedures

Reading: Lecture Notes Week 8 and associated inclass activities

Week 9

9 April 2018

Assessing Potential Suppliers and Building Productive Relationships.

Reading: Lecture Notes Week 9 and associated inclass activities

Assessment 1: Customer Service Management Report

Due: 11:59PM Sunday 15 April 2018 (online submission)

Week 10

16 April 2018

Service Level Agreements

Reading: Lecture Notes Week 10 and associated inclass activities

Week 11

23 April 2018

Negotiating Arrangements with Suppliers

Reading: Lecture Notes Week 11 and associated inclass activities

Week 12

30 April 2018

Resolving Disagreements with Suppliers ( Presentations )

Reading: Lecture Notes Week 12 and associated inclass activities

Week 13

7 May 2018

Reviewing Performance of Suppliers

Reading: Lecture Notes Week 13 and associated inclass activities

Week 14

14 May 2018

Ending supplier contracts

Reading: Lecture Notes Week 14 and associated inclass activities

Assessment 2: Supplier Management Portfolio

Due: 11:59 PM Sunday 20 May 2018 (online submission)

Week 15

21 May 2018

Revision and Review

Week 16

28 May 2018

Resubmissions

Learning Resources

Prescribed Texts

References

Other Resources

Overview of Assessment

Assessment Methods

Assessment methods have been designed to measure achievement of the requirements in a flexible manner over a range of assessment tasks, for example:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of final printed documents

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of software applications

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.

Performance Evidence

You will be required to provide evidence of the following skills:

applying relevant legislation and workplace procedures

communicating and consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved

dealing effectively with unplanned events such as a change in the volume of customer inquiries

developing, implementing and revising contingency plans

interpreting and following operational instructions and prioritising work

monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards

preparing reports to develop and disseminate information on customer service performance.

Knowledge Evidence

You are required to provide evidence of the following:

organisational performance management systems

organisational policies, principles, codes and performance standards

quality management systems

relevant sections of national and state/territory regulatory requirements and codes of practice such as consumer protection legislation

requirements for completing relevant documentation such as reports of customer complaints and resolutions

risk management as it relates to dealing with customers and managing consequences of poor customer service

steps involved in planning work activities.

Feedback

Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.

Assessment Tasks

This course is co-assessed with BUSM8002C Manage Supplies.

Students are required to complete 2 tasks. You must successfully complete both tasks to be deemed competent in this unit.

Assessment Task 1 – Customer Service Management ReportDate and time due: Week 9Group or Individual: This is an Individual Assessment

Purpose:

Understanding the requirements of your customers and planning to meet these is crucial to the success of any organisation. Without customers you don’t have a business. However, everyone can easily cite numerous examples of very bad customer service and while most companies think they have good customer service sometimes the reality is very different.

In this assessment task you will be required to investigate the customer service system in your organisation, or an organisation as agreed by you and your instructor. You need to explain its key features and explore strategies for monitoring and continuously improving customer service.

Assessment Task 2 – Supplier Management PortfolioDate and time due: Week 14 Group or Individual: This assignment is to be completed individually

Purpose:

In the T&L industry much of the supply chain relies on having good suppliers who meet deadlines and provide the appropriate products as requested. Because this is such an important part of the supply chain it is incumbent on managers in the industry to build excellent relationships with these suppliers and to have strict procedures in place to ensure quality services. In order for you to be able to build those relationships and have the appropriate documentation in order you will require a set of tools to assist you.

Assessment Matrix

For these assessment tasks you need to draw upon what you have learned throughout the unit.

Assessment Matrix

The assessment matrix that maps all the assessment is available on CANVAS.

When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a declaration and statement of authorship.

Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers.

Late Submission Procedures

You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

Where an extension of greater than seven days is needed, you must apply for Special Consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.

ResubmissionsIf you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) you will be allowed one resubmission. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission.

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Grading & re-submissionsSuccessful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course.

Adjustments to Assessment In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:

Marking Guide (Competency):You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:

Final Grades table:

CHD

Competent with High Distinction

CDI

Competent with Distinction

CC

Competent with Credit

CAG

Competency Achieved – Graded

CA

Competency Achieved – Not Graded

NYC

Not Yet Competent

DNS

Did Not Submit for assessment

Further information regarding the application of the grading criteria will be provided by your teacher.

Other Information

Academic Integrity

PlagiarismPlagiarism is a form of cheating in assessment and may occur in oral, written or visual presentations. It is the presentation of the work, idea or creation of another person, without appropriate referencing, as though it is your own.

The penalties for cheating in assessment are severe, whether the cheating involves plagiarism, fabrication, falsification of data, copyright infringement or some other method. Penalties can include charges of academic misconduct, cancellation of results and exclusion from your course. It is also a disciplinary offence for you to allow your work to be plagiarised by another student.

Referencing RMIT Business produce their own referencing guidelines entitled written reports and essays: guidelines for referencing and presentation in RMIT Business which all Business students should use.

RMIT Business referencing guidelines (RTF, 1,286 KB, 52 pages); A supporting Referencing website has been developed for the RMIT Business guidelines.You can find out more about Academic Integrity at RMIT’s Academic Integrity webpage.

Group Assessment A number of your assessments will rely upon group work. This is a critical part of your program as in the workplace you will be regularly required to work in a team environment. Teamwork is also one of the key employability skills for this qualification.

The key to being successful in group work is getting to know your classmates and finding out what they want to achieve. You should seek to find a team which shares your key interests and drivers.

If you are facing issues with your group, the key is to resolve them quickly well before assessments are due. If you need to you can seek support from your teacher.